Returning my kit
On this page you’ll find everything you need to know about returning your Virgin Media kit.
Simply follow the steps below and choose the easiest way to return it.
Normally, we ask you to return your kit. That’s because while you're with us, you rent your kit, rather than own it. But as the government advice is to stay home, we don’t want to ask customers to venture outside to post kit back to us. We’ll drop you a line at a later date to organise the return through CollectPlus, or one of our key workers will safely collect it from your doorstep so we can help to keep other people connected. For now, please keep your kit somewhere safe.
Here’s what you need to do
When you leave us or change your services we’ll send you a pre-paid postal returns pack for any kit you need to return.
Pop your old kit in the pack. Fix the label that’s included to the front of the pack. Please include any power supplies and remote controls too.*
Return your pack to us. See ways to return below.
Swapping your kit?
Here’s how to return the old stuff
If you have any of the kit we need back from you, you’ll need to take your new kit out of the box first.
Pop your old kit in the box. Please include any power supplies and remote controls too.*
Fix the label that’s included to the front of the box and return your pack to us. See ways to return below.
Want more help?
Take a look at our handy video which explains everything.
Didn’t get the return pack? If you’ve not received the returns pack within 10 days of your disconnection just complete our pre-paid packaging request form.
Ways to return
Return to Collect Plus store for free
- Return to your local Collect Plus store in over 7,000 locations across the UK, so you’re never far from a drop off point
- Open 7 days a week, early until late
Things to note:
- Your Collect Plus receipt will have a tracking number so you can check progress at collectplus.co.uk/track
- If we have your email address we’ll send you a receipt to confirm we've received your kit
Frequently asked questions
I’m moving out of my address, so I won’t get the returns pack I’m moving out of my address, so I won’t get the returns pack
Not to worry, we can send the returns pack to any UK address. Just let our team know where you're going when you arrange your disconnection, and we’ll take care of the rest.
I can't get to a Collect Plus store, what can I do? I can't get to a Collect Plus store, what can I do?
If you're registered as an accessible customer and don’t have anyone that can take the kit to a Collect Plus store for you, please give our team a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111 ** from any other phone.
I had some problems sending my package via my local Collect Plus store. Who do I contact? I had some problems sending my package via my local Collect Plus store. Who do I contact?
Please contact Collect Plus at collectplus.co.uk/contact who'll be able to help further.
I've been charged to replace your kit, but I sent it via Collect Plus. What do I do? I've been charged to replace your kit, but I sent it via Collect Plus. What do I do?
Not to worry, give our team a call with the tracking number from the Collect+ receipt. Once we’ve confirmed that you sent it back, we’ll cancel the charge.
I’ve found the kit you’ve charged me to replace. What can I do? I’ve found the kit you’ve charged me to replace. What can I do?
We’ll need to send you a returns pack. Once we get the kit back we’ll cancel the charge.
*If you don't return the requested kit when you disconnect, we’ll need to charge you to replace the missing kit. When we charge you, we’ll send you a text message and email to let you know of the replacement cost. All our kit is loaned as part of the services we provide. If we’ve told you we need kit back and don’t receive it we have to replace it, and charge you, as set out in our terms and conditions.
**For details about how much it costs to call our team see our Call costs page. Call costs from other networks and mobiles vary.